Customer Service Plan Development
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Questions and Answers

What is a fundamental reason for creating a formal customer service plan?

  • To achieve the service goals set by management. (correct)
  • To reduce operational costs.
  • To align operational service goals with staff training.
  • To ensure employees are satisfied with their roles.

In which area do product-related service standards NOT focus?

  • Standardized recipes.
  • Menu item preparation.
  • Serving condiments.
  • Facility cleanliness. (correct)

Which aspect is primarily focused on the treatment of guests by staff throughout their experience?

  • Safety standards.
  • Product standards.
  • Employee standards. (correct)
  • Facility standards.

Which step is NOT part of addressing service standards in a customer service plan?

<p>Ensuring all employees agree to the plan. (D)</p> Signup and view all the answers

What type of standards focuses on aspects like lighting and room temperature?

<p>Facility standards. (D)</p> Signup and view all the answers

How do managers initially address issues of safety and security?

<p>By using safety audits to identify threats. (B)</p> Signup and view all the answers

What is a primary goal of implementing standards related to public health concerns?

<p>To develop emergency planning and facility safety. (D)</p> Signup and view all the answers

Which of the following is NOT considered a key area for establishing service standards?

<p>Customer preferences. (A)</p> Signup and view all the answers

What is the primary focus of managers when monitoring safety and security-related service standards?

<p>Inspecting operations and ensuring compliance with rules (C)</p> Signup and view all the answers

Which key term refers to a systematic identification of what must be done to provide high-quality customer service?

<p>Customer service plan (B)</p> Signup and view all the answers

What does 'reasonable care' refer to in the context of customer service?

<p>A legal concept regarding the standard of care expected (A)</p> Signup and view all the answers

What is the purpose of a safety audit?

<p>To identify potential threats to guest safety (D)</p> Signup and view all the answers

Which of the following terms is defined as a written reminder of a company's purpose and goals for employees?

<p>Mission statement (C)</p> Signup and view all the answers

What does HVAC stand for?

<p>Heating, Ventilating, and Air Conditioning (C)</p> Signup and view all the answers

Which component is NOT included in the term 'facilities'?

<p>Management team (B)</p> Signup and view all the answers

What is a standardized recipe primarily used for?

<p>To consistently meet quality and quantity standards (A)</p> Signup and view all the answers

What is the first step in the effective implementation of service-related standards?

<p>Committing the standards to writing (A)</p> Signup and view all the answers

Which of the following is NOT a staffing-related procedure that managers use to achieve service standards?

<p>Inspecting menu items for quality (A)</p> Signup and view all the answers

How do managers monitor employee-related service standards?

<p>By observing staff performance (C)</p> Signup and view all the answers

What must managers do to ensure employees meet service standards?

<p>Continually coach employees (C)</p> Signup and view all the answers

Which task is involved in monitoring product-related service standards?

<p>Conducting regular tasting sessions (B)</p> Signup and view all the answers

What aspect do managers NOT observe when monitoring facility-related service standards?

<p>Employee performance (D)</p> Signup and view all the answers

What is a key responsibility of managers in relation to service standards?

<p>Ensuring adherence to standardized procedures (B)</p> Signup and view all the answers

What is essential for managers to maintain high-quality customer service?

<p>Staffing operations to permit adequate time for standards (C)</p> Signup and view all the answers

Flashcards

Customer service plan

A formal plan managers create to achieve service goals in customer service.

Service standards areas

Four key areas where standards must be set: products, employees, facilities, and safety/security.

Product standards

Standards related to serving food, including recipes, condiments, utensils.

Employee standards

Standards for how employees interact with customers from arrival to departure.

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Facility standards

Focuses on controllable areas like lighting, sound, and temperature.

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Safety/Security standards

Standards to ensure safety for guests and employees, and protect property.

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Implementing service standards

Steps in putting customer service standards in place—staffing, monitoring, and fixing issues if needed.

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Monitoring success

Tracking progress toward achieving service standards in a customer service plan.

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Service Standards

Established standards related to product, employee, facility, safety, and security regarding customer service.

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Staffing for Service Standards

The management process of recruiting, selecting, training, coaching, and scheduling staff to meet service standards.

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Employee Selection

The process of recruiting and hiring suitable candidates for service jobs.

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Employee Training

Teaching employees the service standards relevant to their jobs.

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Employee Coaching

Providing guidance to employees to maintain service standards.

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Service Standard Monitoring (Product)

Checking product quality by using standardized recipes, tasting, and inspecting plated food.

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Service Standard Monitoring (Employee)

Observing employee performance, identifying and correcting weaknesses in employee performance.

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Service Standard Monitoring (Facility)

Checking the environment (lighting, ambience, temperature) to ensure standards are followed.

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Monitoring safety standards

Managers regularly check their operations, approve needed repairs, and make sure employees follow safety rules and procedures.

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Safety audit

A thorough check of areas that may threaten guest safety in an operation.

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Emergency plan

A plan for handling threats to safety or security, outlining the response.

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Facilities

The physical environment of an operation, including grounds, building, equipment, and furnishings.

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Mission statement

A written statement outlining a company's purpose and goals.

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Reasonable care

The level of care expected from a prudent person in a specific situation.

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Standardized recipe

A set of instructions for consistently producing food or drinks of the same quality and quantity.

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Study Notes

Creating a Formal Customer Service Plan

  • A formal customer service plan is crucial for managers to meet service goals.
  • Managers develop plans by identifying standards for products, employees, facilities, and safety/security.
  • Customer service plans also consider staffing needs to meet standards.
  • The plan should include a method for monitoring success and addressing shortcomings in achieving service standards.

Key Areas for Service Standards

  • Service standards are established in four key areas: products, employees, facilities, and safety/security.
  • Product-related standards cover standardized recipes, utensils, and serving accompaniments.
  • Employee-related standards define how employees treat guests from arrival to departure.
  • Facility standards include factors like lighting, sound, and temperature.
  • Safety and security standards prioritize guests' and employees' safety and property security through audits.
  • Additional standards also include public health concerns and facility safety through emergency planning.

Implementing Customer Service Standards

  • Managers who've established plans address product, employee, facility, and safety/security standards.
  • Implementing standards is a multi-step process beginning with written documentation.
  • Standards must be communicated to all affected employees.
  • Managers should staff operations to allow employees sufficient time to meet standards.
  • Staffing is a management task including recruiting, selecting, training, and scheduling employees.
  • Effective hiring starts with recruiting qualified candidates.
  • Employees need training in all applicable service standards.
  • Coaching is essential to ensure consistent adherence to service standards.
  • Managers need to schedule appropriate staffing levels within budget to achieve customer service standards.

Monitoring Service Standards

  • Managers use various methods to monitor service standards.
  • Product-related standards are monitored through standardized recipes, tasting sessions, and menu item inspections.
  • Guest feedback and observations of staff performance assess employee standards.
  • Monitoring facility standards involves observing ambience, including lighting, sound, and temperature.
  • Safety/security standards are monitored through inspections, necessary repairs, and ensuring staff adheres to safety procedures.

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Related Documents

Customer Service Program Summary PDF

Description

This quiz covers the essential components of creating a formal customer service plan. It explores the key areas where service standards must be established, including products, employees, facilities, and safety/security. Managers will learn how to set standards, assess staffing needs, and implement monitoring strategies.

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